顾客如何看待企业雇佣残障人士?顾客对社会企业的雇佣归因、顾客满意度与推荐意愿的关系研究

How do Customers Perceive Enterprise Motivation of Employing People with Intellectual Developmental Disabilities?A Study on the Relationship between Customer-Attribution of Social Enterprises'Employment Motivation,Customer Satisfaction,and Recommendation Intention

社会企业雇佣心智障碍者是其履行企业社会责任(CSR)的重要体现之一。本研究以在社会企业“喜憨儿”洗车行中接受过心智障碍员工服务的307位顾客为调研对象,调查了顾客对于社会企业雇佣心智障碍者的动机归因,以及这些归因如何影响顾客对于企业的满意度及推荐意愿。研究结果表明顾客对于雇佣了心智障碍者的社会企业的雇佣行为的内部归因正向影响顾客满意度。顾客对于企业雇佣行为的外部归因负向影响顾客满意度,并且顾客满意度在雇佣归因与推荐意愿中起到了中介作用。本研究拓展了归因理论在企业雇佣心智障碍者这一CSR实践方面的应用,并探究了顾客对于社会企业雇佣行为的内外部归因对其态度所产生的不同影响,从而同时丰富了残障人士就业领域和企业社会责任方向的文献。

The employment of people with intellectual developmental disabilities(IDDs)by social enterprises is one of the essential manifestations of their corporate social responsibility(CSR),however,not everyone agrees.The study collected survey data from 307 customers who had received services from employees with IDDs in"Xi-Han-Er"Car-Wash,social enterprises hiring people with IDDs,to investigate customer attribution of such social enterprises'employment motivation.Results show these attributions affect their satisfaction and recommendation intention.The results further demonstrate that the internal attribution positively affects customer satisfaction,and the external attribution negatively affects customer satisfaction.Besides,customer satisfaction mediates the relationship between customer attributions and recommendation intention.This study expands the application of attribution theory to enterprises employing people with IDDs.The study explores the different impacts of either customers'internal or external attribution on customers'attitudes toward the employment practice of social enterprises,thereby enriching the literature on employment with disabilities and corporate social responsibility.